Celsius Casino - Player’s account remains open despite closure request.

I would like to inform you about the casino. The casino does not deliver what it promises on the subject of repsonsible gaming and makes money and profits from gambling addicts. 

The casino was informed by me in the chat that I want to close my account, I was confirmed that the support will contact me. The account remained open. Also via email and repeated emails that I would like to close the account due to my gambling addiction remained unanswered. 

A casino that values player protection and acts responsibly should be ashamed of itself for having such an ethical attitude. 

The casino makes profits from addiction!!!!!

I want the refund of the Deposits

28.10 Informed by Chat- not reply

Accounts stays open

30.10 Informed by Email and Chat- no reply

Accounts stays open

31.10. Informed again with chat and Email- accounts was closed after deposit more then 2000 Dollar to them from the moment when I informed them.

Dear Pradna12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Celsius Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain when was the last time you made a deposit in the casino?
• Have you requested a refund from the casino already? With what result?
• Could you please share with me the evidence supporting your claims? (Self-exclusion requests with timestamps; responses from the casino)
• You can post screenshots here or send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Pradna12,

Thanks for your email. I apologize for the delayed response.

Do I understand correctly the 2 screenshots come from your live chat conversation with the casino made on October 28th?

Yes!

life chat and emails

Hello,

Please provide the proofs because as I can see your account was closed in the 9 hours following your request (means the same day as you opened the ticket), wich is a perfectly fine performance (as you took some time to answer us that you wanted immediate closure and no loyalty reward), therefore it's even less than 9 hours, closer to 3 hours.

Please also provide the screenshots where you insult our team for no reasons.

Have a nice day

Dear casino please puplic the screenshots of the chat that the casino does not act over days!!!

Unbelievable such a rude service - ignoring me and my request over days!

Dear Pradna12,

Have you contacted the casino live chat while logged in to your player's account?

Have you explicitly asked the live chat to take action and close your account due to your gambling addiction before this conversation took place?

Dear Celsius Casino representative,

could you please confirm whether any action was taken based on the conversation above and confirm when the conversation took place?

(Hello, I have sent your request to our team)

I'll await your reply.

This is absolutely cheeky!!! I already informed the casino in the chat on 29.10.

It was confirmed in the chat that the case was forwarded. One day later I wrote an email and again no answer. One day later I wrote another email. An absolute cheek that the casino claims it was within 9 hours!!!! I still receive advertising from the casino today!!!

It took more than 50 hours and I deposited more than 1000€! 

Attached are a few deposit confirmations!

And it's understandable that you get angry with the casino because it doesn't take player protection seriously! I expect a refund! 

Hello,

The player requested a close of his account without mentionning the duration of this ban or any addiction, health issue etc.

Our staff then basically asked : do you want an immediate closure or you changed your mind and want a loyalty bonus to give another chance to the site

We close immediately without loyalty bonus when it's what it's asked or if any health concern / addiction is mentionned.

In that case the player seems just mad about his luck so the staff asked about the loyalty bonus. When he answered he wanted to have his account closed without loyalty we then closed it. We did it very fast after.

Regarding the emails we never received them, please use a Gmail account or outlook for example, otherwise it's rejected for spam risks

After receiving no answer did you tried with a different email ?

Thanks

Dear team!!!!

no one ask if I wanna close it asap

check the chat- he wrote me he is going to forward this email!!

advertising/ confirming emails of deposit and withdrawal is working with the email!!! I wrote you in the chat close it asap- why you have to wait?

when I wrote in the chat and email again, why you wait!!!

it tooks three days to close my account!!!

I sended casino guru enaught proofs that it’s visible you keep the account open and you don’t close it after my request! Only when I treat you to open this case you close it after lossing another 1000€

casino guru check the cases here it look likes it happens not the first time!!!

in the chat it’s written regarding addiction- addiction- there is no space to ask anything else only to follow your ethical guideline to protect the player!

I see your casino is quite popular and you have a good support. I am surprised you are acting like this!!!

refund the funds deposit from the 30th of October and this case is closed!

casino guru you can puplic the email written on the 30th and 31th

to the community!! It’s not my fold you don’t reach the email from my account!!! There was no error! Confirmation of payment/ advertising and account worked really well and I receive it until today!!!

It is quite clear! I asked on 29.10 to close the account immediately - the account remained open.

On 30.10 I also wrote in the chat and sent an email - the account remained open

On 31.10 I wrote again - the account was closed but only after threats!!!!

In total I was able to deposit around 2000 chf after the first request until the account was closed.

Celsius Casino makes money with gambling addicts and profit!!!

That is clearly the case. 

I can't do anything with this excuse about the emails. My account was verified / deposits and top-ups were accepted / I still receive advertising on my email. So it can't be that difficult!

In their responsible gaming terms they write that they do everything they can to protect players! I have provided enough evidence to prove that I wanted to close the account in various ways. As a player I can do nothing else!

It was their responsibility.

Your casino has a very good reputation and I am sure that you do not make money with compulsive gamblers! I have lost enough with them.

It has nothing to do with the fact that I lost the money - I don't have my gambling addiction under control and wanted to protect myself from further losses. You can see that the deposits were relatively close to each other, which shows that the player has a problem. Of course

I am happy for us to agree on 1000€ and close the case.

And I found this in a previous case:

if you would contact us in the chat it would be made immediately- what was not happen- three days it was open and let me to loss more and more

Celsius Casino send me again advertising emails . So email works very well!

Dear Pradna12,

The case you are referring to, while similar can't be taken into account.

We discussed your case and concluded the casino acted within a reasonable time to protect you from gambling, which unfortunately means we won't be able to assist you with your refund request.

Dear Celsius Casino representative,

Could you please comment on the fact the player received marketing communication despite informing you of gambling problems?

What steps need to be taken to prevent a similar situation from happening in the future?

Good morning, I will not accept this decision. 

the casino has not closed my account - they think closing the account for three days is normal!

Are you sure?

Absolutely unacceptable and that you as a platform act like this 

The casino was informed by me in the chat about an account closure - nothing happened. 

Then informed again due to my gambling addiction. Then informed again. HELLO it took over three days and only with threats. 

So the casino is making a profit from the addiction?

My email confirmed that I wanted to close the account due to my gambling addiction!

After that, the casino accepted another 2000 dollars in deposits!

From that moment on, the casino is making revenue and profits from the gambling addiction!

Absolute cheek!

The player is always the stupid one - the account closure was received - the employee wanted to initiate the closure - did not happen!!!!

with this the casino confirmed Celsius Casino is doing profit with addiction!!!

Hello,

Email list has to be refreshed and it's a very long process (over 150k emails to reload) so the user might still be in this list.

As the user can't login anymore I think there is no risk, same as I can't force him to unfollow us on twitter etc..

I will try to have the email list refreshed asap tho to exclude him.

Thanks

Hello… I wrote in the chat as well!!!!!

oney again Celsius casino addiction is

not a game!!!! I see you have no clue!!! But to keep the account open over days and taking money from a person who is addicted and telling me then it was not your responsibility is such a poor

behavior!!!!

all the other games will agree! Gamers with addiction are suffering!!!!

you have no idea how!!!

but you earned money with that!

an addiction person can loss in a view mounts everything! Also his or hers life !!!! You should taking care asap this is a ethical minimum!

to tell me off regarding your email problems I don’t care! As I trust you as a provider and making sure to follow your rule I expect that you follow your own guideline and the minimum of ethical standards to protect the player and not doing more money!

you have the proof I informed you several times. If you don’t wanna refund the funds- you show you earning money and trying to avoid to stay for your responsibility.

casino guru please make this post pulpit I want everyone can see that Celsius casino is earning money from addicted people and don’t care!!!

Celsius Casino, could you confirm, you are doing money with addicted people!!!!

You ve had the information to close my account and you wait several days.

This review and proofs will stay for your Casino on this website with a high reputation.

Because you ve had Email Issues or Problems, the player has to pay?

You are a provider of Casinos- if you are not able to handle the request from the player, having issues with emails (several problems also on other Cases here) you should inform the costumers.

Cant be seroius your company is standing for this ethical standards and handling cases like this they are official not handled in a professional way.

Thanks for your patience.

I understand your disappointment regarding our decision, nevertheless, based on the provided evidence and timeline of events we decided the casino acted correctly in protecting you within a reasonable time.

After careful consideration and internal discussion, this complaint will now be rejected. Thank you for your understanding,

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.